IT Operations Command Center Specialist

2 weeks ago

Salisbury, North Carolina, United States Ahold Delhaize Full time

Ahold Delhaize USA, a key player in the global food retail sector, encompasses a diverse range of brands, including prominent omnichannel grocery retailers. Our associates provide essential support across various domains such as Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology, and more.

Primary Objective

The Command Center Analyst is tasked with executing the strategy for a unified Command Center that offers a comprehensive overview of all critical services. This role is pivotal in establishing a proactive and predictive service model aimed at enhancing the stability and reliability of business operations. The analyst will collaborate closely with the Observability team to design, develop, and implement the requisite tools and practices necessary for creating a complete end-to-end view of services, incorporating all monitoring and event management capabilities to identify anomalies and avert business disruptions.

This position is responsible for overseeing all Major Incidents to ensure swift restoration of services while driving root cause analysis and effective problem management governance. The analyst will engage with all suppliers to guarantee proactive responses, rapid resolutions, and seamless restoration service delivery. Additionally, this role ensures that all suppliers adhere to agreed service levels, promoting stability and availability throughout the operational environment. The analyst will foster a cohesive digital command center with our multi-supplier partnerships to align workflows and service delivery. The specialist will prepare leadership with pertinent information to effectively communicate with executive leaders across the organization, providing briefings, updates, and reports on service status and health as necessary.

Our flexible/hybrid work schedule includes a combination of in-person and remote workdays.

Key Responsibilities

  • Facilitates the development of end-to-end service views in collaboration with the Observability team, utilizing various monitoring tools integrated with ITOM, Event Management, Service Mappings, and CMDB.
  • Ensures rapid restoration of critical IT incidents across the organization by coordinating resolution efforts and communication at all organizational levels.
  • Monitors supplier performance to meet all agreed service levels and holds suppliers accountable for service delivery.
  • Creates service dashboards to provide an overview of critical services, offering real-time visibility into service health and availability while orchestrating anomaly detection.
  • Conducts root cause analysis for critical outages, leading remediation activities to prevent recurrence and enhance stability and resilience.
  • Defines service health metrics and key performance indicators to drive reliability and business value.
  • Oversees and evaluates IT operational practices to ensure compliance with ITIL standards.
  • Identifies trends and anticipates potential issues within the environment, collaborating with various IT functions to implement preventative measures.
  • Drives continuous improvement in supplier performance and partners with IT Operations to enhance workflows for better business outcomes.
Required Qualifications
  • Associate's Degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
  • A minimum of 7 years of experience in IT.
  • ITIL Certified v4 foundations preferred.
  • Experience in developing and maintaining policies, procedures, standards, and guidelines.
  • Strong understanding of IT infrastructure and application operations.
  • Excellent analytical and presentation skills.
  • Proven leadership abilities, with a capacity to build strong relationships at all organizational levels and comprehend business imperatives.
  • Exceptional written and verbal communication skills, capable of conveying information across various levels of the organization.
  • Ability to plan, prioritize, and manage tasks and deliverables from inception to completion.
  • Demonstrated understanding of and ability to apply both Waterfall and Agile development methodologies.

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